Program Support Customer Service Representative HealthHelp, Inc.
The Program Support Customer Service Representative (CSR) is responsible for accepting incoming calls from healthcare providers for companies to which HealthHelp provides radiology management services and also assist with answer the corporate phones and transfer calls to the appropriate parties within the company. The CSR will be responsible for placing outbound calls to educate and engage providers in WebConsult as well as communicate with providers in various mediums (i.e. e-mail, phone and fax) as their HealthHelp point of contact. The CSR is responsible for assisting healthcare providers with getting signed up to use HealthHelp?s online software in order to complete their enrollment and facility assessment (i.e. helping the provider?s fill out the information necessary to get signed up). The CSR will be assigned tasks and emails to setup specific users that work for healthcare providers so they are able to log on to WebConsult and complete the assessment themselves. The CSR will be expected to interact and help trouble shoot over the phone with the healthcare providers as well as process enrollments and/or assessments in case the healthcare provider?s office cannot process their request themselves. It is important that the CSR be able to help the customer and work the software accurately in this job.
Essential Duties and Responsibilities
Ability to function in call center operations environment by assisting with incoming and outgoing phone calls each day to/from the healthcare provider?s office. Assist with getting providers to sign up for custom software that allows the provider to enroll in the program and complete the assessment.
Be able to assist customers when their accounts become locked and getting them unlocked.
Answering the Corporate phone and professionally transfer incoming calls to appropriate parties in the Corporate office.
Use analytical skills and customer service skills to fact-find and problem-solve using custom application system and provider data.
Respond to Helpdesk inquiries received online, via e-mail and voicemail.
Document details of inbound and outbound correspondence between HealthHelp and the healthcare provider and ensure timely follow-up when necessary.
Maintain an appropriate level of call center standards including, but not limited to:
Compliance with Schedule Adherence and Company/Department Guidelines
Enrollments and Assessments processed
Maintain 95% or greater Quality Assurance Average
# of Calls Handled
% of Online users logged in to the HealthHelp website
Must be able to meet a given quota
Perform detailed data entry into a custom application system.
Ability to remain flexible and multi-task based on the needs of the team environment at any given time; work to be supportive of the team goals.
Assist with customer service satisfaction standards
Ability to work a flexible schedule, including shift hours between 7:00 am and 6:00 pm.
Ability to utilize HealthHelp?s proprietary software applications to support various customer programs as necessary or required.
Self-starter who works independently utilizing all available resources, policies and procedures
Computer literate with analytical problem solving skills
Knowledge of medical terminology and anatomy
Managed care telephone referral experience preferred
Excellent oral and written communication skills
Must be able to work flexible shifts
Minimum Education and Experience:
1-2 years of experience in a call center customer service environment
High school graduate or equivalent; some college or technical school preferred
Must be able to type 35 wpm
Experience using computer software such as email on Microsoft Outlook, Microsoft Word, Internet Explore Browser, etc.
Be able to work independently and within a team environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
HealthHelp provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.
||Houston, TX |